Make Comment and Additional comment mandatory when RITM is moved into different state

BKSharma · a week ago

Hi,

I've below 2 requirements -

1. When a RITM is moved by an 'agent' from 'Open' to 'Work In Progress', "Additional Comments" (instead of Work Notes) must be mandatory.
2. When a RITM is moved by an 'Assignment Group member (non-assignee)' from 'Open' to 'Work In Progress', both "Additional Comments" and "Work Notes" must be mandatory.

How I can achieve above 2 things.

Ankur Bawiskar · yesterday

@BKSharma

Something like this but please enhance

I assume you are checking some agent role in your 1st point.

Script Include: It should be client callable

var RITMAgentGroupCheck = Class.create();
RITMAgentGroupCheck.prototype = Object.extendsObject(AbstractAjaxProcessor, {

    isAgent: function() {
        var userId = this.getParameter('sysparm_user_id');
        // Check if user has 'agent' role
        if (gs.getUser().hasRole('agent'))
            return 'true';
        return 'false';
    },

    isAssignmentGroupMemberNotAssignee: function() {
        var userId = this.getParameter('sysparm_user_id');
        var ritmSysId = this.getParameter('sysparm_ritm_sysid');

        var ritmGR = new GlideRecord('sc_req_item');
        if (!ritmGR.get(ritmSysId))
            return 'false';

        var assignmentGroup = ritmGR.assignment_group.toString();
        var assignee = ritmGR.assigned_to.toString();

        // Check if user is in assignment group but not assigned_to user
        var groupMemberGr = new GlideRecord('sys_user_grmember');
        groupMemberGr.addQuery('group', assignmentGroup);
        groupMemberGr.addQuery('user', userId);
        groupMemberGr.query();

        var isMember = groupMemberGr.hasNext();
        var notAssigned = (userId != assignee);

        if (isMember && notAssigned) {
            return 'true';
        }
        return 'false';
    },

});

onChange client script: State field

function onChange(control, oldValue, newValue, isLoading) {
    if (isLoading || newValue !== '2') // 2 = Work In Progress state, adjust as needed
        return;

    var ga = new GlideAjax('RITMAgentGroupCheck');
    ga.addParam('sysparm_name', 'isAgent');
    ga.addParam('sysparm_user_id', g_user.userID);

    ga.getXMLAnswer(function(agentResponse) {
        if (agentResponse === 'true') {
            // Agent moving RITM: Additional Comments mandatory only
            g_form.setMandatory('additional_comments', true);
            g_form.setMandatory('work_notes', false);
        } else {
            // Check assignment group member condition
            var ga2 = new GlideAjax('RITMAgentGroupCheck');
            ga2.addParam('sysparm_name', 'isAssignmentGroupMemberNotAssignee');
            ga2.addParam('sysparm_user_id', g_user.userID);
            ga2.addParam('sysparm_ritm_sysid', g_form.getUniqueValue());

            ga2.getXMLAnswer(function(memberResponse) {
                if (memberResponse === 'true') {
                    // Assignment group member (non-assignee): Both mandatory
                    g_form.setMandatory('additional_comments', true);
                    g_form.setMandatory('work_notes', true);
                } else {
                    // Otherwise, clear mandatory (optional)
                    g_form.setMandatory('additional_comments', false);
                    g_form.setMandatory('work_notes', false);
                }
            });
        }
    });
}

I believe I have answered your question and you can enhance it further based on your requirement and developer skills.

If my response helped please mark it correct and close the thread so that it benefits future readers.

Regards,
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader

View solution in original post

BKSharma · a week ago

Hi @Ankur Bawiskar

Can you please help.

Rodrigo24 · a week ago

Hello @BKSharma

First, create a before update BR and check the current user to see if they are an agent or part of the group.

Second, within the BR, check the type. If it is an agent, mark Additional Comments as mandatory.
If they are a member of the assigned group, both fields will be mandatory.

To do this, either use a BR or a UI policy that checks the user.

With the UI policy, you can select the field and make it mandatory. With the BR, use this, for example:
g_form.setMandatory(‘comments’,true);
g_form.setMandatory(‘work_notes’,true);

Ankur Bawiskar · a week ago

@BKSharma

you can easily achieve this using onChange client script + GlideAjax (to check who is moving the RITM)

where are you stuck and what did you start with?

If my response helped please mark it correct and close the thread so that it benefits future readers.

Regards,
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader

BKSharma · a week ago

Hi @Ankur Bawiskar , On Change Client Script part is ok. How I can check the who is moving the RITM and use that via Glide Ajax in the same Client Script?